Business Phone Systems Call Management Features 2 — Questions and Answers
Question 1: What is a conference bridge?
- A service that allows multiple callers to join a single phone call simultaneously (Correct answer)
- A physical cable connecting two PBX systems
- A VoIP gateway between analog and digital lines
- A tool that merges two voicemail boxes into one
Correct answer: A service that allows multiple callers to join a single phone call simultaneously
A conference bridge is a server resource that connects multiple phone participants into a single audio call.
Question 2: What does 'do not disturb' (DND) mode do on a business phone?
- Silences incoming calls and sends them directly to voicemail (Correct answer)
- Blocks all outbound calls from the extension
- Disables the phone's internet connection
- Mutes the microphone during an active call
Correct answer: Silences incoming calls and sends them directly to voicemail
DND mode prevents the phone from ringing and routes all incoming calls directly to voicemail until the mode is turned off.
Question 3: What is a call queue?
- A holding area where callers wait until an agent becomes available, often with music or messages (Correct answer)
- A list of scheduled outbound calls for a sales team
- A log of all missed calls sorted by priority
- A feature that prioritizes calls from VIP customers
Correct answer: A holding area where callers wait until an agent becomes available, often with music or messages
A call queue holds incoming callers in line when all agents are busy, playing hold music and position announcements until an agent is free.
Question 4: What is busy call forwarding?
- Redirects a call to another number when the dialed extension is already on a call (Correct answer)
- Forwards calls when network congestion is detected
- Routes calls away from employees during peak hours
- Sends all calls to voicemail during scheduled busy periods
Correct answer: Redirects a call to another number when the dialed extension is already on a call
Busy call forwarding activates only when the called extension is already engaged on another call, redirecting the new caller elsewhere.
Question 5: What is a whisper announcement in a call center context?
- A brief audio message played to the agent before the caller is connected, providing context about the call (Correct answer)
- A feature that lets supervisors speak to agents without callers hearing
- A recording played to callers while they wait in queue
- A notification sent to agents' computers when a call arrives
Correct answer: A brief audio message played to the agent before the caller is connected, providing context about the call
A whisper announcement plays a short message in the agent's ear just before connection, such as which campaign or number the caller dialed.
Question 6: What is extension-to-extension dialing?
- The ability for employees to call each other using short internal numbers without consuming external phone lines (Correct answer)
- Dialing an extension number from outside the company
- A system that dials extensions sequentially when the first is busy
- Using a smartphone app to dial desk phone extensions remotely
Correct answer: The ability for employees to call each other using short internal numbers without consuming external phone lines
Extension-to-extension calls route entirely within the PBX, using no external lines and incurring no carrier charges.
Business Phone Systems Call Management Features 2
What is a conference bridge?